What is the Live Transfer Feature and How Does it Work?
How it works:
- During the chat, after contact info is collected, our operator will ask the visitor if they would like to receive a phone call from the firm once the chat closes.
- If the visitor says yes, once the chat ends, our platform sends an automated call to the live transfer number the firm has on file with us.
- Once the chat is closed our platform will call the phone number on file for the firm.
- The firm will get a call with an automated message saying that there is a new lead. (That automated call will come from the same number each time.)
- If the firm would like to connect, they need to press 1.
- If the firm presses 1, our platform will call the phone number that the visitor gave during the chat.
- The lead will usually be waiting by the phone as they were just left with the understanding they’d bet a call “shortly”.
- The firm is connected with the lead!
If the firm has this enabled they need to have someone on their end answering the phone.
- If our call to the live transfer number goes to voicemail or some kind of auto attendant, the transfer won’t happen.
- If the person answering the live transfer doesn’t understand what the automated message is and ignores the required prompt to press 1, the transfer won’t happen.
In either of these scenarios, the visitor might be waiting for the call back that won’t come.
To get started:
Submit a service ticket and provide the phone number the live transfer call can be sent to and the days, hours, and time zone to activate it.